AM Newsletter V O L . 7 . A P R I L 2 0 1 9
Message from the Director
M R . I O N V I L C U
Dear Affiliate Member,
I would like to begin by thanking those of you who more information on the event in this edition of the AM attending the 48th Meeting of the Board of the Newsletter. Affiliate Members which took place at ITB 2019 in March. The Meeting allowed for a fruitful exchange of As you know, the Affiliate Members Department is ideas on upcoming steps to be taken and reflections working on the development of the online platform for on the mandate of the current Board which will cease the Affiliate Members and I hope to have more in September of this year. The guidelines for the information regarding this soon. electoral procedure for the election of the Members of the Board, as well as the provisional electoral census As always, I am at your disposal and look forward to will be published this month and I encourage all of hearing any comments you may have. you to exercise your right as Affiliate Members.
This month UNWTO will be organizing a Tourism Sincerely, Tech Adventure in Cartagena de Indias, Colombia, with Affiliate Member Procolombia, with the support of ANATO and IE Business School. You can find Ion Vilcu
ELECTION OF AM UNWTO & GOOGLE UNWTO TTA UNWTO TTA BOARD PARTNERSHIP COLOMBIA PANAMA
Stay up to date and make sure Developing digital skills and new Co-organized with Procolombia Innovating for the Sustainable you participate business models together and ANATO Development Goals Affiliate Members Department
Election of the Board of the Affiliate Members
As you are surely aware, the Board of the Affiliate Members is an advisory body to the Secretary-General whose main functions are the integration and contribution of the Affiliate Members to the goals, mission and the general programme of work of UNWTO and the design of the strategy, as well as to approve the draft programme of work and follow up on its implementation, and integration in the general programme of work of UNWTO.
Every two years, the Affiliate Members elect 12 Regional Members and 8 Members of the Board of the Affiliate Members. Meanwhile, three Members of the Board of the Affiliate Members are designated by the Secretary-General. This Board is also chaired by one of its members, who is elected in accordance with Article 8(8) of these Rules of Procedure.
This year the Affiliate Members will elect a new Board of the Affiliate Members and all Affiliate Members who are eligible to vote and present their candidature are encouraged to do so.
In April, the Guidelines for the electoral procedure for the election of the Members of the Board will be published, along with provisional electoral census.
You can find all the relevant information at the following link: http://affiliatemembers.unwto.org/content/board-electoral-office
Affiliate Members Department
Google partners with UNWTO on Digital Skills Development
Fostering knowledge, education and growth in tourism, is at the centre of a partnership announced today between Google and UNWTO. Google will support UNWTO members in addressing the new digital trends and transformation challenges faced by tourism and needed by the sector, to fully harness its development potential and contribution to sustainability.
Google is an Affiliate Member and this partnership showcases the importance of public-private partnerships in order to ensure sustainable development in tourism.
The agreement was announced at the High-Level Dialogue on Digital Skills in Tourism, organized by UNWTO with the support of Google during ITB Berlin 2019.
Affiliate Members Department
UNWTO Tourism Tech Adventure: Scaling Up
The UNWTO Tourism Tech Adventures: Scaling Up will be held in Cartagena de Indias, Colombia, on 29 April 2019, organized by the Ministry of Commerce, Industry and Tourism, Procolombia and UNWTO. It wil also count on the support of Affiliate Members ANATO and IE Business School.
"Scaling up" refers to growing and can be applied to business models and ideologies. The UNWTO Tourism Tech Adventure: Scaling Up aims to connect entrepreneurs and visionaries to explore investment opportunities in tourism and scale up disruptive business models and encourage the application of the ideology of UNWTO. Innovation and the digital transformation of the tourism sector will lead to more highly qualified jobs, safe and uninterrupted travel and a more authentic tourist offer that is diversified, accessible and sustainable.
For more information visit: http://americas.unwto.org/event/unwto-tourism-tech-adventurescaling
Affiliate Member News
Make my workplace safe - Dignity for hotel housekeepers!
The IUF campaign for decent work for hotel housekeepers and other employees through housekeepers. outsourcing and other new management schemes which allow hotels to outsource responsibility for Since 2013 the IUF, the global trade union federation employment conditions, opening a path to multiple uniting food, farm and hospitality workers, has been abuses. This has led to a decline in already low campaigning internationally for decent pay, secure wages a further intensification of work and a global jobs, and safe workplaces for the housekeepers who pandemic of workplace-related injuries and sustain the hotel industry. illnesses.
The hospitality business rests on the labour of The IUF launched the global campaign for dignity hundreds of thousands of housekeepers around the and decent work for housekeepers to expose these world, most of them women, many of them vulnerable degrading and debilitating working conditions, with migrants. They are the unseen victims of working the goal of engaging companies to negotiate conditions which stealthily and silently destroy their change. Governments, as well as intergovernmental health. Many are forced to prematurely exit the labour organizations, all have their part to play in raising market with broken bodies, condemned to poverty. standards in one of the global economy’s important Their situation reflects the pervasive effects of deeply- growth sectors. They have a shared responsibility to entrenched gender inequality at work and in society. respond to the degradation of housekeeping with effective inclusive policies which can bring real Concealed within magnificent luxury establishments as change to the industry. Above all, housekeepers well as more modest hotels lie exhausting and must be able to effectively access the rights they debilitating daily tasks including strenuous repetitive require for their unions to negotiate effectively with movements, lifting and moving heavy loads, high employers and governments. pressure work patterns, contact with toxic products and constant exposure to the risk of sexual harassment. The global housekeeper campaign has become a central element in the activities of the IUF and its For many years now, many hotel employers have been affiliates in the tourism sector, and has included steadily downgrading the working conditions of training workshops, public meetings, collective
Affiliate Member News
Make my workplace safe - Dignity for hotel housekeepers!
bargaining and meetings with governments and companies around the world. These activities are highlighted through the Housekeepers’ Global Week of Action (http://www.iuf.org/w/?q=node/6564) which is celebrated every year since the launch of the campaign.
The IUF campaign has succeeded in putting the situation of housekeepers at the center of worldwide debate on working conditions in the hotel and tourism sectors.
Affiliate Member News
Faculty of Commerce and Tourism, Universidad Complutense de Madrid, launches its Business Pre- Incubator initiative
On February the 25th, UNWTO Affiliate Member advice by mentors of different areas (business Faculty of Commerce and Tourism at Universidad strategy, legal advice, finance, and marketing) in Complutense of Madrid presented the Second Call for order to boost the implementation of an innovative Projects of its Business Pre-Incubator with an event business plan. In addition, for the winning students gathering students, academics, entrepreneur alumni and their business plan, these services are Joshua Aguilar and supporting organizations. completely free of charge during 2019.
These were represented by Pedro Embid, CEO of This initiative aims to foster young entrepreneurship, AvalMadrid, and Veronika Blach, from the Innovation mitigating the apprehensiveness that comes from and Digital Transformation area at UNWTO. Academic the lack of experience, and moving forward the authorities, as the Vice-Rector for Knowledge Transfer projects beyond University boundaries. The goal is and Entrepreneurship, Mercedes Gómez Bautista, and that our young entrepreneur students will gain the Head of the Complutense Entrepreneurship Office, enough experience in order to get their own funding Paloma Bel Duran, also took part in the presentation. through business angels, venture capital or They recognized the increasing role that crowdsourcing. Moreover, the pre-incubator will try entrepreneurship already plays and must increase in to provide networking and contacts with the University goals in service for better business, better entrepreneurial ecosystem, starting a social capital employment opportunities, and further social network customized for each project, with a selected improvements. set of entrepreneurial contests and events as key cornerstones. This pre-incubation stage is focused The Call for Projects is aimed to encourage University in the journey from initial idea to business model students interested in becoming entrepreneurs in the development and testing. Afterwards, it is supposed areas of tourism and commerce. The Pre-Incubator will that students could step ahead into business offer support for selected projects in two ways. First, incubators or accelerators through contacts gained providing a free coworking space to start up the during the first stage. business by the students. Second, providing expert
Affiliate Member News
Faculty of Commerce and Tourism, Universidad Complutense de Madrid, launches its Business Pre- Incubator initiative
As tourism is one of the key elements both of our faculty and the entrepreneurial projects, the benefits of being UNWTO affiliate member are highlighted at the Call for Proposal, as well as during the selection process.
In the first half of April, an assessment committee will judge the received proposals according to its feasibility, working team, innovativeness, knowledge-intensity, international potential, growth and employment expectations, and social impact. It is expected that taken entrepreneurial talent from the University the pre- incubated project could provide a positive impact on these industries and on society as a whole. This has always been the mission of the University.
Affiliate Member News
Creating a Destination of the Future: Amaala, Saudi Arabia
With so many incredible luxury destinations available to today’s discerning travelers, how do you differentiate your destination to stand out and capture the world’s attention? When Saudi Arabia’s Public Investment Fund (PIF) set out to redefine the future of luxury travel with their Red Sea development project called Amaala, they hired EY among a team of advisors to help conceptualize the development strategy and organizational framework for the destination.
PIF and EY worked closely to identify thematic pillars for the new destination that embed each of the UNWTO’s five key priorities, with emphasis on social, cultural and environmental sustainability, and education Arts Center, and Museums are all in the works. Over and job creation. These pillars, which combined will 20 recurring art events will showcase the creative become the identity of the new destination, including: spirit of the Saudi people. In addition, a foundation wellness, arts, sports, culinary arts and fashion. will support philanthropic initiatives central to Beyond the expected ultra-luxury accommodations, Amaala’s core pillars such as appreciation for the programming, and customer service, the team set out arts, cultural heritage, and environmental to conceptualize a luxury destination that will deliver sustainability. long-lasting benefits to its customers, employees, and local stakeholders. Providing local jobs and continuing education is
critical to Amaala’s long-term success. As such, an Amaala’s vision is to curate transformative personal Amaala academy will be developed to provide journeys for exceptional communities inspired by arts, training for the local workforce. The academy will wellness and the purity of the Red Sea. Amaala is provide specialized hospitality education that will situated within the Prince Mohammed bin Salman enable employees to anticipate traveler preferences Nature Reserve, a pristine marine ecosystem featuring and create meaningful experiences. The academy beautiful coral reefs and bright blue waters. In order to will have a modern curriculum taught by renowned guarantee the future success of Amaala, preserving international faculty via strategic partnerships with this natural environment and local ecosystem is a must. world-class institutions. As a launch-pad for All facilities and infrastructure will be purpose-built to hospitality education in the region, the program will achieve the highest environmental standards. specifically help serve other “giga-projects” similar to Sustainable farming, solar power generation, and other Amaala across the Kingdom. new technology will serve to protect the fragile marine ecosystem. Amaala’s positioning as a pristine diving Destinations of the future, such as Amaala, all need hub and ecological destination is the foundation to its a meaningful story to tell. Amaala is well-positioned immediate success and global recognition. to be a symbol of Saudi Arabia’s commitment to
leisure and tourism as the Kingdom continues to In addition to environmental preservation, the new diversify its economy in-line with its Vision 2030 destination’s pillars embed social sustainability. plan. EY assists destinations in creating and Amaala plans to attract a cultural community of implementing sustainable growth strategies that grassroots artists and establish itself as an integrated anticipate the opportunities and challenges of the arts destination. An Arts Village, Arts Palace, future. Performance
Affiliate Member News
The Benefits of Professional Lectures in Tourism Education
Being the fastest developing economic sector framework is usually set by the Ministry of worldwide, tourism needs competitive and qualified Education, though having all the taught subjects human capital in order to fulfill its growth updated to the international trends is considered expectations. More specifically in Greece, the impact crucial for ensuring a successful career path for the of tourism is even more important, since it offers the graduates. Theoretical and practical modules should tools to exit the memorandum period. not only develop the young professionals’ skills but also encourage them to form the future perspective Every year at Le Monde Institute of Hotel & Tourism of their distinguished profession either in Studies, the aim has been to provide students with the gastronomy or the hospitality sector. adequate vocational and academic background in order to excel in an intensely competitive sector. This has Le Monde Institute provides additional specialization been achieved through a highly qualified faculty staff in courses as well as a second framework of academia and vocational training, who deliver a solid professional lectures in which students can access a theoretical background, as well as skills development, more specific knowledge and cutting-edge on which students “construct” their own professional experience from world class and internationally recognition. renowned professionals of each field.
Is this enough to provide a strong competitive Thus, our gastronomy students were presented with advantage towards competition for these new the opportunity to assist a lecture of Hervé This, co- professionals? The answer lies in the highly creator of molecular gastronomy- in Athens. The demanding businesses recruiting directly our students. renowned French chemist not only presented the In fact, the more a student can answer to their benefits of molecular gastronomy towards the challenging needs and avoid any additional training prevention of food spoilage and energy savings, but costs, the more the business will be likely to select also practiced “live” his note à note cuisine- based them and provide a state-of-the-art customer service. on chemistry processes, with the active participation of our students and professors. A once-in-a-lifetime How is this achievable though? The general experience for the young professionals that
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The Benefits of Professional Lectures in Tourism Education
enhanced their knowledge and broadened their culinary horizons.
On the other hand our hotel management students have the possibility to attend a wide variety of lectures in the fields of gastronomy, restaurant management, oenology and on the subjects of communication and culture, giving them the opportunity to make professional contacts and broaden their experiences and skills. The lecturers provide hands on and updated material in their field, as well as practical engagements from students through tastings and case-studies.
Each one of us at LE MONDE do believe that educational institutes should offer a wide range of courses, but professional lectures are a necessary add on. Their benefits are very straight forward; they provide specialized, updated and practical market knowledge to students who can use them to differentiate themselves among competition and ultimately get chosen over other candidates.
Affiliate Member News
The New Digital Tourism Platform of the City of Quito
The new digital tourism platform of the city of Quito The digital platform is inclusive to all the actors that provides an integrated digital tools website, the app, are part of the tourism productive chain, without any online chat, social networks, personalized content, social distinction. Products, events, routes, promotional videos and video clips, self-guided tours attractions are promoted since the objective is to around the iconic sites of Quito (inclusive and enrich the offer what the destination has for its accessible). Providing well-rounded experience of the visitors. city. Quito Tourism office intends the know-how and the Giving freedom and security during a trip. It guides and technologies developed in the digital tourism makes recommendations, making any trip easier. platform of the city of Quito can be exported to other Finally, it allows to share a trip and show friends, loved local destinations. In this way, contribute to the ones and the whole world what is Quito about. improvement of Ecuador tourism's international competitiveness. The city of Quito has developed these tools keeping in mind Quito and modern travellers, who use the internet The city of Quito has elevated it brand and its to make decisions and mobile phones as a travel attractiveness as a tourist destination with high companion, sharing their experience, creating levels of recognition from the international tourist reputations and giving recommendations. They are the market, as a result of this the creation of new main tools used for making travel decisions. business opportunities has emerged in the city providing economy resources and new jobs. In the other hand the new digital tourism platform of the city of Quito provides large volumes of data with a This new brand and platform could not exist without business value that allows analysis of the information a story, and Quito has thousands of stories, stories giving competitive advantages in different fields such that we find in every corner of our city. as client relationship management, decision making support, and knowledge of tourist preferences. About Quito Tourism Board Core features, incorporated in the GOUIO app, are Quito Tourism Board is a public company that maps, local amenity guides, day planners, real-time belongs to City Hall of Quito, responsible for the event listings, walking routes, Social media integration national and international tourist promotion of the exposing the destination to much wider audiences. first UNESCO's World Cultural Heritage site, the city of Quito, capital of Ecuador, with the objective of The objective pursued with the implementation of a transforming it into a major destination. This entity is digital platform is transforming Quito into a smart in charge of promoting Quito’s diverse tourism destination, satisfying the tourists and their specific products in alliance with the local tourism industry. requirements, improving Quito’s position as an international tourist destination.
Affiliate Member News
Helping the Caribbean Island of Roatán Prepare for a Healthy Future
White sand beaches and colorful coral reefs have economic benefit from tourism, yet manage made Roatán an increasingly popular destination. problems associated with increased visitation. More than a million cruise ships passengers, scuba divers and other visitors are drawn to the tropical island “I conducted Roatán's first destination assessment each year. While it’s located just 36 miles off Honduras’ about five years ago, explains International Institute northern coast, the slice of Caribbean paradise feels of Tourism Studies Executive Director Seleni Matus. like it’s a million miles from the challenges that plague “They’ve made impressive accomplishments since the mainland—most of them related to the fact that then. The establishment of the Bay Islands sixty percent of the population lives in poverty. Destination Management Organization in 2017, which is ensuring coordination and collaboration Yet Roatán is confronting its own set of issues. The among stakeholders for shared management of island’s growing popularity has resulted in increased tourism on the island, has been a key development.” wastewater, pollution and other environmental threats posed by the accelerated growth of tourism, let alone Roatán’s success is due largely to the active the impact of climate change, which is impacting coral involvement of a number of local NGOs including the reefs around the world. Nevertheless, Roatan’s Bay Islands Conservation Association offshore reef remains one of the healthiest stretches of (http://www.bicaroatan.com/index.html), whose the Mesoamerican Reef system, the largest barrier reef mandate is to conserve local resources, and the in the Western Hemisphere. Coral Reef Alliance (https://coral.org/), which works with local communities to protect and manage the To help Roatán manage and plan for a sustainable reef. future, a team from the George Washington University International Institute of Tourism Studies has been In January, Matus returned to Roatán with Masters working with conservationists, business owners, local of Tourism Administration student Taylor Ruoff to government and community members on a destination conduct a reassessment of the island based on the sustainability plan that will allow islanders to derive Global Sustainable Tourism Council (GSTC) Criteria Affiliate Member News
Helping the Caribbean Island of Roatán Prepare for a Healthy Future
for Destinations. These guidelines cover four general areas—cultural, environmental and socioeconomic impacts of tourism, and sustainable destination management.
In addition to the reassessment, Ruoff explains that, “To better understand the current challenges of sustainable tourism development and allow the community to decide on growth priorities for the next five years, we held focus groups and conducted one- on-one interviews with the governor, mayor, hoteliers and key business owners.”
In March, Matus and Ruoff presented their findings to local stakeholders and facilitated the development of a five-year community action plan with projects that include initiatives around wastewater management, improved zoning and food safety regulations, support for local entrepreneurs, and the establishment of an artisan-designated marketplace.
This GSTC Destination Assessment is supported by the GSTC, the World Wildlife Fund, and the Deutsche Gesellschaft für Internationale Zusammenarbeit. It is funded by the German Federal Ministry for Economic Cooperation and Development and Royal Caribbean Cruises Ltd. in order to promote destination stewardship and cruise tourism sustainability.
Affiliate Member News
Thessaloniki Tourism Organization: Salonika Front WWI among the top ten tours in the world
The greatest advantage of Thessaloniki, as a tourist destination in south-east Europe and the Mediterranean, is that it can offer unique travel experiences.
The city of Thessaloniki, with a continuous 2300-year history that bears the name of Alexander the Great's half-sister, is full of stories, legends, wars, and exquisite narrations.
In the past, it has found itself many times at the center of international events that have determined the fate of Greece, the Balkans and Europe.
The president of Thessaloniki Tourism Organization and the well-known Olympic medalist in Barcelona (the first Greek female Olympic medalist) Mrs Voula Patoulidou usually says “Thessaloniki has many stories to tell” when she wants to invite tourists to visit the city.
Thessaloniki offers many types of tourism, that it is impossible for a traveller to be dissatisfied. It is Tour operators of Britain suggest Salonika Front considered to be “the capital of Greek gastronomy’’, a WWI as one of the top ten tours in the world, unique Byzantine city of Europe and one of the few suitable to mark the centenary of the truce. cities in the world with so many preserved early
Christian and Byzantine museums open to the public Thessaloniki Tourism Organization continues to that are recognized by Unesco as World Heritage Sites. develop with great success the Tourism of Historical
Memory, in mature tourist markets that appreciate Over the last three years, on the occasion of the 100th the historical heritage of war memorials. anniversary of World War I, Thessaloniki and the neighboring area of Kilkis, which are both battle site of the Great War, have launched a major campaign for the tourism of Memory.
Thousands of Americans, Canadians, Serbians, Italians, French, British, Russians and other countries of the alliance, soldiers are buried at Zeitenlik’s Allied military cemetery, which thousands of people from many countries, visit every year in order to pay homage to them. There are also dozens of monuments – benchmarks of battles and heroic actions in Thessaloniki, Kilkis and Pella.
Affiliate Member News
Training for Trainers Life Beyond Tourism
We have just concluded the events of the 21st General Assembly and International Symposium of the Life Beyond Tourism Movement of the Romualdo Del Bianco Foundation entitled "HERITAGE as a BUILDER of PEACE", which proved to be a success with hundreds of participants from 47 countries. Watch the trailer of the Assembly here: https://youtu.be/XIXhmJTB1C4
5th edition In the framework of our awareness-raising commitment, the International Institute Life Beyond Tourism continues its educational activity: the next appointment is the 5th edition of the intensive course Training for Trainers Life Beyond Tourism (http://www.istitutointer nazionalelbt.org/en/corsi-lbt/formazione-per-formatori/) that will take place in Florence on June 17-21, 2019.
Experts of the Fondazione Romualdo Del Bianco The Experts of the Fondazione Romualdo Del Bianco are welcome to take an active part in this program aimed at spreading Life Beyond Tourism in different cultural contexts through local trainers. These Experts are exempted from the registration fee.
Program During the 30-hour program you will acquire knowledge on the Life Beyond Tourism model, ethics, principles and best practices and develop your own Life Beyond Tourism educational implementation plan for your institution.
Deadline and registration Deadline for registration is May 13, 2019. For more information: www.istitutointernazionalelbt.org, [email protected].
Affiliate Member News
Hong Kong to Host First-ever International Conference on Wine Market and Cultures of Consumption
In collaboration with the UNESCO Chair at the evolution, its changes and the current stakes at University of Burgundy, the School of Hotel and global and local levels. The conference will feature Tourism Management (SHTM) of The Hong Kong four sessions: Polytechnic University (PolyU) will co-organise the International Conference on Wine Market and Cultures Session 1 - The wine trade: spaces, flows, actors of Consumption on 2-5 June 2019 at Hotel ICON in and territories Hong Kong. This international conference aims to Session 2 - The organisation of markets, provide a platform for wine industry practitioners, critics regulations and the quality of wines and journalists, policy makers, academics and students Session 3 - Consumers and social and cultural to exchange views and discuss current issues in the wine practices wine trade, with a particular focus on the sales and Session 4 - Patterns and the influencing factors marketing of wine and the culture of wine consumption, of evolution in wine taste and reputation especially in Asia, where the largest wine importers reside. Call for Papers Deadline for submission of final abstracts or full Since 2008, when the wine import tax was eliminated, papers: 4 April 2019 Hong Kong has become one of the main hubs of the world’s wine markets. The Chinese mainland, currently • French abstracts or full papers to be submitted to the essential focal point of an exponential development Olivier Jacquet: chaire.vin-culture@u- of fine wine transactions and purchases, has become bourgogne.fr the essential place for the continent’s premium wine • English abstracts or full papers to be submitted to trade and consumption. Consequently, Hong Kong is Leslie Fung: [email protected] an appropriate place to devote an in-depth academic reflection on wine markets and consumption within Asia Only full paper submissions are eligible to compete in general and China in particular. for the Best Paper Award.
This multidisciplinary conference aims to examine the Oral and poster presentations are invited on areas reality and the importance of the wine trade, its including (but not limited to) the following topics:
Affiliate Member News
Hong Kong to Host First-ever International Conference on Wine Market and Cultures of Consumption implemented to advance on tourist competitiveness. The conference is now open for registration, please sign up before 15 April 2019 to enjoy the early bird The Regional Tourism Competitiveness Index of discount: https://www.polyu.edu.hk/htm/conference Colombia-ICTRC was born as an instrument that can /ICWM2019/registration.html be useful for decision makers in a country with high potential tourism destinations. Besides, it is expected For more details, please visit the ICTRC will become a point of reference about https://www.polyu.edu.hk/htm/conference/ICWM2019 measurement of tourism competitiveness around the world.
• Case Studies in the Wine Industry • Corporate Social Responsibility • Culinary Arts and Gastronomy • Customer Preference and Psychology • Demand for Fine Wines in Asia • Enological Sciences and Techniques • Food and Wine Pairing • Government Regulations and Effects in Wine Trade • Human Resource and Educational Development in Wine Industries • Imports and Exports of Wine • Nutrition and Health in Wine Consumption • Patterns and Actors of Wine Evolution • Social and Cultural Wine Practices • Vineyards and Viticulture Management • Wine Branding and Communication • Wine Consumer Behaviour • Wine Consumption Culture • Wine Economics
Confirmed Keynote Speakers Prof Bill Gartner, University of Minnesota Dr Olivier Jacquet, University of Burgundy Ms Jeannie Cho Lee, MW The Hong Kong Polytechnic University (PolyU) Prof Demei Li, Beijing University of Agriculture Mr Jasper Morris, Master of Wine Prof Jean-Robert Pitte, Académie des Sciences Morales et Politiques Prof Haiyan Song, PolyU Mr Steven Spurrier, Decanter Magazine and Wine and Spirit Education Trust Prof Caroline Le Goffic, Paris Descartes University (Paris V)
Affiliate Member News
Tourism employment in Colombia: an analysis of labor indicators for the tourism sector.
The Centro de Pensamiento Turístico de Colombia - of labor indicators for the tourism sector, starting CPTUR, composed of the Asociación Hotelera y from a macroeconomic context for the reference Turística de Colombia – COTELCO and the period, with the objective of measuring the aspects Fundación Universitaria Cafam – UNICAFAM, on a that affected the performance of the industry, partnership with the Instituto Distrital de Turismo de followed by the analysis of the employment Bogotá – IDT, developed the research El empleo en el generation, the informality and quality of labor and, sector turismo: análisis de los indicadores laborales finally, the socio-economic characteristics of para Colombia 2007 – 2017. As a main purpose, this employees in the different activities considered, study looks for analyze the indicators of the labor namely, hospitality, travel agencies, food and market for the tourism sector in Colombia and Bogotá, beverages, air and landing transport and amusement and build an approximation to trends and activities. characteristics associated with employment in the most recent decade, when different economic and political As a conclusion, the results show overall balance on facts had place. tourism activities on the chosen period was positive, and suggest that boost to this industry constitutes an This academic article was originated for the opportunity to absorb a significant number of methodology used on the Bulletins of Tourism workers. However, it also evinces there are Employment created and published by the CPTUR, in important challenges that must be considered on the which a quarterly follow to the main national and formulation of public and private initiatives to regional variables is realized. Hence, it was nourished improve the labor conditions of the sector, such as by the compiled information through the Great the reduction of the high rate of informality and the Integrated Household Survey, from the National increase of employees qualification in order to Administrative Department of Statistics – DANE, which provide a service that leads to income and wages brings a robust dataset about the behavior of the growth in the sector. evaluated topics. You can find the full article at Thus, the article presents a complete compendium www.cptur.org/Publicaciones/W9jvFhcgb91eKKD
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Building Customer Satisfaction
In Europe, we know that we are a leading company, leaders in technology, leaders in human values, leaders in always seeking the greatest happiness for our travelers.
We have on-line questionnaires on the perception of our customers / passengers about all the services they have done with us, we have customer service for 24 hours / 365 days a year through our emergency telephone number. We offer assistance to the passenger before, during and after the trip through our Customer Service and Quality department, and since the year 2017 is making a very important innovation in its satisfaction surveys: halfway through the journey, two passengers, the same bus, the same circuit and different operator are chosen through e-mail or whatsapp, and they are asked to with a graphical answer to emoticons: very happy, happy, normal, sad, department responsible for the service from which and angry at 5 questions. If there are two or more sad the dissatisfaction comes will receive an automatic or angry faces of these two passengers, the two other mail to verify what is happening and solve the passengers, the same bus, the same circuit and problem in the fastest way possible, urgent, before different operator, are randomly re-surveyed to confirm the end of the trip. their discomfort.
- Continuous improvement of our services: Unlike This type of survey makes it possible to know the the general satisfaction survey on which we rely to degree of satisfaction of the passenger in general improve the quality of our services each season, this travel, the attention of the guides, the quality of the quick survey allows us to have an immediate buses used in the circuits and the service they provide, analysis, solve the problem on the spot and keep the and the quality of the hotels. a fast form with a duration passenger happy during the rest of your vacation of no more than 30 seconds. with us, apart from increasing your fidelity to our tour
operator. 1. Main features:
- Fast survey (less than 30 seconds) in the three 3. Impact of the initiative: languages spoken by our passengers, (Spanish, - Efficiency: It will be filled by two passengers of Portuguese and English). different operators in each departure of the basic - It allows to react immediately and optimize the trips, which not only will give us know the degree of satisfaction of the passenger. expectations of the circuit that the passenger
obtains when acquiring the reserve but will facilitate 2. Innovative elements: the communication with our operators throughout the - Informed opinion of the passenger: passengers world and will improve the training given to our who already know our services and itinerary through wholesale and retail representatives. "My Trip".
- Loyalty: Passengers satisfied with the rapid - Immediate reaction on the part of Europamundo: reaction on our part, therefore, loyal passengers in case of low rating, (sad or angry face) the who will hire our services.
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Bournemouth University launching a British Academy funded research project “Towards a Better Quality of Life: Value Co-Creation in Leisure with the Active Elderly”
Ageing is an emerging global issue, and it is extremely severe in the UK. To cope with this challenge, a project team led by Dr Daisy Fan and Professor Dimitrios Buhalis from Bournemouth University aims to explore the social interactions and value co-creation between the active elderly and the leisure service providers in Bournemouth, UK. By identifying a series of facilitators and inhibitors in the value co-creation process, the project expects to propose an interactive and facilitating social space for the active elderly in the leisure service. The study is the first attempt to explore the elderly’s social interaction and value co-creation during leisure service and to create an age-friendly social environment.
In response to the World Health Organization’s (2017) strategic objectives, this study aims to create an age- friendly service environment at the community level. The establishment of an age-friendly social space will show how innovation, knowledge exchange and technology transfer can promote and foster a healthy ageing concept in society (World Health Organization, 2017) and achieve a better quality of life for the elderly overall. From the service provider’s perspective, establishing and promoting an age-friendly service environment via value co-creation furthermore fulfils a meaningful corporate social responsibility. This study will put forward suggestions to the relevant government officials on how to lessen the social isolation experienced by the elderly. It will furthermore show how to enable the elderly’s engagement and foster their autonomy in their daily life. The collaboration with the relevant stakeholders will strengthen societal awareness about building an ageing-friendly social environment.
Daisy and Dimitrios would also like to invite further collaborations with the tourism and leisure industry regarding how to continue and expand this meaningful project. Please feel free to contact Daisy by [email protected] for more information.
Affiliate Member News
ANATO with the UNWTO support, launches the “First Technology Challenge for Travel Agencies”
Considering the importance of technology in the visibility in the country's tourism sector, as is the tourism sector, the Colombian Association of case of the tourism innovation forum organized by Travel and Tourism Agencies (ANATO), with the MinCIT (Ministry of Commerce, Industry and support of the UNWTO, presented the First Technology Tourism of Colombia) and the UNWTO "Tourism Challenge specialized in Travel Agencies, an initiative Tech Adventures - Scaling UP" that will take place in created with the objective of promoting new startups the month of April in the city of Cartagena, that offer solutions to the main problems expressed by Colombia. the Travel Agencies. This initiative will generate shared value, Through an open call (December 2018 to February opportunities to co-create and test their solutions 2019) organized by ANATO only for Colombian while contributing to solve problems detected by the startups (technology enterprises in early stage) in order Association. to identify innovative proposals. The result was 77 registered proposals, 55 of which met the basic requirements, accessing to the evaluation phase
The participating startups presented projects with solutions to some of the challenges defined with the support of the ANATO Travel Agencies, who expressed their main problems. These challenges are: process integration, customer management, management between wholesalers and operators, development of dynamic tourism packages, replacement of manual processes and an open challenge to help optimize Agency processes.
A jury conformed by innovation experts and managers of Travel Agencies carried out an evaluation process in March, selecting 30 semifinalists, who will participate in training with experts from the area of entrepreneurship in April and will be part of a speed networking event with the main managers of the Agencies after the General Assembly of ANATO in May 7th.
Finally, a specialized jury will select 5 winners, who will receive an economic incentive as well as general
UNWTO News
UNWTO Tourism Tech Adventures: Innovating for the SDGs
The Tourism Authority of Panama and UNWTO are pleased to announce the next innovation forum of UNWTO Tourism Tech Adventures: Innovating for the Sustainable Development Goals to be held in Panama City (Panama) on 25 April 2019.
The forum will cover the critical analysis of the innovation ecosystem in terms of compliance with the Sustainable Development Goals, competitiveness and incentives to promote and work towards a better tourism sector in the Americas. Within the framework of the event, training will take place for the stakeholders and the achievements of the relevant tour operators, investors and corporations will be presented; as well as ecosystem actors, governments, international organizations, corporations, innovation centers and accelerators that work in synergy to build the tourism of tomorrow that we want.
Do not miss the opportunity to explore collaborations with Ministers, private sector actors, start-ups, tour operators and other regional and international participants.
For more information visit: http://americas.unwto.org/event/unwto-tourism-tech-adventure- innovando-para-los-objetivos-de-desarrollo-sostenible